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Job Description
Overall Years of Experience : 8+ Relevant Years of Experience : 6+
Required Qualification
Graduation + MBA Graduation Graduate – Bachelor’s Degree Certification Business Analyst certification
Position Summary
This is a role in Global Delivery Services (GDS) – Business Consulting – Customer The role is for an experienced hands-on functional consultant to be functional expert or Business Analyst with the good understanding of CRM systems / customer service The ideal candidate should be working in the CRM / Customer Service / Pricing domain and should have healthy functional experience in digital transformation programs. The ideal candidate should have good customer facing experience and should have experience of being a product owner/Business Analyst. Strong analytical skills and attention to detail, while staying focused on the big picture Excellent verbal and written communication skills; strong presence in front of senior executives
Roles and Responsibilities
Essential Job Functions
Act as a trusted advisor in understanding and analysing client's business requirements, customer experience needs and aspirations and enabling clients to understand the Art-of-the-possible for CRM Transformations in Marketing, eCommerce, Sales, Service etc. Work with internal stakeholders & clients to build Business Strategy, Business Case, As-Is to To-be Customer Journey & Business Models, front-end CRM Strategy across -Marketing, Sales, eCommerce & Customer Service Touchpoints. Understand the limitations of client/ internal tech stacks, ecosystems and business model and provide design advice wherever necessary. RFP/ RFI & Proposals: Own and lead writing and responding to winning CRM transformation. Should have strong expertise in creating client presentations of top quality and should have strong command on story telling. Should have expertise in creating process maps, process flow charts, process benchmarking, writing detailed user stories, identifying gaps in the process and creating recommendations. Should have expertise in CX Journey design, Digital Platforms & products in the CRM space of Marketing, Sales, eCommerce & Customer Service. Understand the customer business requirements and articulate them in the form of user stories, business requirement documents Act as a liaison between the business client and technical team by planning, conducting, and directing the analysis of complex business problems Support client’s organizational transformation goals by understanding the operational current state, future state and business values; helping to define and drive business solutions to meet the transformation goals Analyze and provide input on the methodologies and frameworks to be used during the requirement and execution of projects Lead requirements elicitation sessions to understand business problems Determine the gaps between requirements and product functionalities and define workable solutions to bridge the gaps Be part of a scrum team and help Product Owner in Sprint Prioritization Work directly with all levels through to senior management across the organization and be considered as a high-level expert Engage at the pre-sales stage to ensure the business drivers are understood and that the solutions proposed are targeted to help meet the business value / KPI’s indicated Experience leading a business requirement process with both technical and business partners Provide consulting relating to CRM and customer services domain Drive and help execute Strategy by understanding the best mix of technologies and platforms Working closely with the Development Team during the Implementation to ensure close monitoring and adherence to the Design Ensuring successful Solution platform adoption by working closely with the Enterprise customers
Technical Skills/Tools Requirement
Salesforce (SFDC / SFMC) Salesforce Business Analyst Certified is a must Certification in one or more Salesforce clouds (Sales / Service / Industry clouds)
Other skills
Essential
Clear understanding of CRM and customer service Passionate about data-driven transformation and using data to inform decisions Enthusiastic and self-motivated, with the ability to lead projects proactively Meticulous attention to detail, with an overall passion for continual improvement Credible and articulate, with excellent communication, presentation and interpersonal skills Ability to interact with stakeholders at all levels of seniority Experience in managing cross border stakeholders Highly enthusiastic in learning new technologies that support the fast changing digital marketing technologies
Desirable
Understanding sector challenges and trends Have experience in any one of the sectors like Consumer Products, Retail, Telecom, BFSI, Life Science or manufacturing
Supervision Responsibilities:
Must be able to work independently, complete multiple tasks and meet deadlines in a fast-paced changing environment. Act as a resource for colleagues with less experience, including coaching and training
Other Requirements:
Flexibility in working hours to accommodate multiple time zones as needed Overtime, as needed to meet deadlines.
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